Senior Technical Support Agent - East Coast, Night Shift

About Our Client

The organization operates in the AI-powered experiential learning industry, focusing on improving communication skills through conversational roleplays. It addresses the challenge of traditional training methods by offering an interactive, personalized platform that helps individuals and teams practice and enhance communication in various scenarios. The organization supports notable clients across multiple sectors, aiming to improve performance and scalability of training programs.

About the Opportunity

The Senior Technical Support Agent - East Coast, Night Shift is responsible for resolving complex and high-priority technical issues for the organization’s EMEA/APAC customer base. This role provides critical technical escalation support, mentors junior team members, and collaborates with internal teams to ensure effective problem resolution. It plays a key role in maintaining customer satisfaction and supporting the growth of the support function.

Responsibilities

• Resolve the most technically complex and enterprise-critical support tickets via email and live screen share during the 3:00 AM to 12:00 PM Eastern Time shift
• Diagnose ambiguous or new technical issues using root-cause analysis
• Serve as a technical escalation point and mentor for the support team
• Determine appropriate solutions or when to escalate issues to Engineering
• Communicate clear and confident action plans to customers, including enterprise stakeholders
• Collaborate with Engineering, Product, and other teams to address systemic issues
• Identify and flag recurring or emerging problems proactively
• Maintain and contribute to support documentation and playbooks
• Coach newer support agents on troubleshooting, communication, and prioritization
• Stay updated on the organization’s AI platform and share knowledge with the team
• Manage time effectively across ticket resolution and mentorship duties

Requirements

• 4-5 years of experience in technical customer support, including complex or enterprise-tier accounts
• Strong judgment in prioritizing customer issues and escalation decisions
• Advanced analytical and problem-solving skills
• Excellent verbal and written communication abilities for technical and non-technical audiences
• Experience mentoring or leading support agents
• Able to work autonomously in a fast-paced, high-growth environment
• Team-oriented with a strong desire to learn continuously
• Comfort and curiosity with AI-powered products and explaining AI concepts

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.